INDUSTRY
Brewing
HEADQUARTERS
Ellon, UK
Challenges
Rapidly demonstrate sincere commitment to listening, learning and acting quickly
To get data quickly to inform amd support corrective actions on issues raised ahead of Wiser review.
Successes
Great quality feedback from invested staff.
Detailed Root Cause Analysis data aligned with understandable quality of working life model
Data available for action in a fraction of time.
Results validated by more entailed Wiser review.
About BrewDog
BrewDog is a multinational brewery and pub chain based in Ellon, Scotland. Launched in 2007, BrewDog's biggest mission has always been to make other people as passionate about great craft beer as they are. Today they sell a vast portfolio of craft beers across the globe and are hailed as providing the blueprint of how business can be a force for good.
A Call to Action
In 2021, a group calling itself Punks with Purpose published an open letter from a small group of former employees, which raised some issues related to BrewDog's working practices and culture. BrewDog vowed they would take action to investigate and address these issues. The business commissioned consultancy Wiser to do an independent culture review.
An opportunity to start listening quickly
Opinyin, who were working on a project with BrewDog's customer experience team, stepped in and offered to help with an immediate staff survey exercise in advance of the Wiser review.
'We were intrigued by the idea of trying the Opinyin technology to quickly see the very latest on potential causes of dissatisfaction in our teams and any new opportunities to take action.', said Group People Director, Karen Bates. 'Whilst it would not be independent like the work with Wiser, it gave us an immediate opportunity to engage with our crew again, and the potential to obtain new learning.'
Opinyin set up three survey questions to solicit feedback for analysis against a Quality of Working Life ("QWL") model, followed by an employee Net Promoter Score ("eNPS") question to create a benchmark for future regular staff feedback surveys. The QWL questions focused on drivers that included job & career satisfaction, working conditions, general wellbeing, stress at work, home/life interface, and control at work.
Without any need for training the system, the Opinyin AI automatically read and analysed 2,392 pieces of detailed text feedback in real-time, detecting pain and pleasure points in the feedback. These points were automatically assigned to the QWL drivers above as well as to sub-category drivers, providing detailed insight that allowed fast access to the related feedback and identification of causal factors.The results
Fast Root Cause Analysis
Once the survey closed, Opinyin used the data to do a root cause analysis for BrewDog in a fraction of the time it would have otherwise taken to analyse the feedback, quickly identifying the root causes of key areas of dissatisfaction and satisfaction.
'We were very happy with the report Opinyin presented.', said Karen. 'It not only provided validation for some of the corrective actions we had already put in place, but it gave us early insight on key areas of action that would later show in the Wiser report.'
Aligned with Wiser Review Outcome
When the independent Wiser review was published, the Opinyin team were delighted that the root cause analysis they had done very closely aligned with the Wiser report.
'This provided excellent validation of the power of the Opinyin platform to accelerate root cause analysis of feedback', said Rob Lancashire, Opinyin CEO. 'Opinyin gives businesses a tool that makes it far faster and easier to understand what they need to stop doing, what they need to start doing, and what they need to change, leaving a lot more time to focus on these actions rather than wondering what to do, or worse, doing nothing'.